Facility Managers’ Competencies and Smart-Technology Performance in Gated Real-Estate Developments in Ghana

Abstract

Smart-building technology is becoming increasingly necessary for running 
contemporary residential estates, including gated communities. However, the 
effectiveness of this technology relies on handlers’ digital competency. In 
Africa, while building automation systems, such as adaptive HVAC and smart 
access controls, are being adopted at an increasing rate, assessment of their 
performance based on human resource capacity has remained underexplored. 
This study assesses the impact of the qualification and experience of facility 
managers on the operational performance of smart technology among gated 
residential communities in Ghana. The study selected 25 facility managers in 
25 gated communities in Accra and Takoradi. Using descriptive statistics and 
interviews, the study assessed factors such as digital literacy, time spent using 
smart systems/months, training opportunities, and quality indicators for system 
performance based on uptime, fault response time and tenant satisfaction. The 
findings show a low level of digital literacy, scarce training opportunities and 
minimal investment from real-estate companies in upskilling. These shortages 
are directly linked to slow maintenance response times, excessive system 
overrides and low tenant satisfaction. The study proposed six critical practical 
recommendations, including mandatory certification, structured training 
programmes and procurement-based competency audits. Towards enhancing 
competency in smart technology it also suggested adoption of performance
based human resource metrics and, most crucially, the introduction of 
academic courses on smart facilities management or property management 
technology as an accredited certificate programme or a postgraduate diploma. 
Thus, this study contributes to the smart estate sector, especially in the Global 
South.